A parcel may not scan for one of two reasons: the app can’t read the parcel clearly, or a parcel with the same identifier has already been logged. Both are covered below. For the complete guides, see How to Log Inbound Parcels and Parcel Identifier.
The app can’t read the parcel clearly
A blurry image, poor lighting or an unclear label can make it harder for the app to capture the parcel’s details. Check the following:
Lighting: scan in a well-lit area and avoid glare or shadows over the label.
The label: make sure it is flat, undamaged and fully visible, not folded, torn or covered by tape.
The camera: clean the camera lens and hold the device steady, with the label in focus, while you scan.
A parcel with that identifier already exists
If a message says a parcel with that identifier already exists, the cause is Parcel Duplication Detection. This setting stops parcels with identical identifiers from being logged twice by comparing the scanned identifier, usually the barcode, with the parcels already logged. There are two possible situations:
The same parcel was already logged: on the mobile app, tap
Manage>Audit Parceland scan the barcode to see whether the parcel has already been checked in. If it has, the scan was rejected because the parcel is already in Parcel Tracker.A different parcel has the same identifier:
Parcel Duplication Detectioncan block this, depending on its settings. On the web platform, go toSettings>Parcel Identifier. If you don’t need duplicate checks, turnParcel Duplication Detectionoff with its toggle, and identical identifiers will no longer be blocked. If you want to keep the checks but allow the same identifier for different recipients, clickEdit, selectUnique per individual recipientunderIdentifier Uniqueness, and clickSave. These settings are only available on the web platform.
Need more help?
If parcels still won’t scan after these checks, please reach out to our support team here for assistance!